Identify And Explain The Role And Responsibilities Of Firsthand Support

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As a generalist telephone adviser within the organisation I was called upon to provide advice to customers on a wide variety of general issues using information provided in the knowledge base system set up by Citizens Advice Direct in a timely and professional manner. This role allows me to provide firsthand support and advice to citizens, which includes providing customers with information on their legal rights, duties and options which they may want to consider in order to seek to resolve their justiciable problems.

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